Our Community Forums will be closing on June 27, 2024. Please visit att.com/support for all your support needs.
Need help understanding your bill?
Morgana795's profile

Contributor

 • 

8 Messages

Saturday, March 25th, 2023 5:37 PM

SOC error causing overage charges (Netgear hotspot)

On 2/8/23 I changed my DataConnect Plan from the 40GB ($75 per month, additional 2GB of data $10) plan to the 50GB plan ($55 per month with AutoPay and paperless billing, additional 5GB data $10) through the website. I expected some wonkiness because I was about 2 weeks into my new billing cycle. I stumbled across the info about the change to the DataConnect plans when I was researching cell phones and who doesn't want to save $20 a month and get more data? Now keep in mind, this is all online. I haven't dealt with a person. I'm changing from 1 plan to another. Well somehow, in the magic that is AT&T, according to the customer service representative, the SOC code that is associated with my hotspot reflects I have a 15GB plan not a 50GB plan. My bill shows I'm paying for the DataConnect 50GB plan but when I exceed 15 GB of data, I get charged $10 for every additional 2GB of data. Today is the last day of my billing cycle. I have used a total of 28GB of data this month. I have been charged $70 for "additional data" ( $10 per 2GB).  1. There is no contract 15GB plan available through AT&T. There is a prepaid one and the data overage charge on that plan is $10 for 5GB of data. 2. I am not on a prepaid plan. My bill clearly states I'm on the DataConnect 50GB plan where my additional data should cost $10 for 5GB. 3. I have not exceeded the data limit of my plan for the month, in fact I have 20GB left. Every time I call the CSR does a "one time credit" for the incorrect charges and assures me the issue is definitely on AT&T's end but it has been resolved on the current call or chat and just ignore those emails where I'm being charged another $10. 

Why can't AT&T get the billing correct? 

This increasingly feels like fraud or some sort of scam on AT&T's part. Like I'm being overcharged and getting things straightened out is such an enormous time (Edited per community guidelines) that they hope I'll just stop calling and overpay because after all to get the better rate you have to do paperless billing and autopay, so it's not like I can refuse to send the money. How much is 3 hours on a Saturday worth to me or 2 hours after I logoff of work on a weekday afternoon?

ACE - Sage

 • 

118.4K Messages

1 year ago

You can file a better Business bureau complaint online. The complaint is forwarded to AT&T upper Management and someone will contact you.

With any luck someone will get to you through this forum from ATT help first and be able to help you resolve the problem

The weird thing is the plan you have signed up for is prepaid and is not supposed to be capable of overage charges. It is a capped plan, and like all prepaid the only way to add more data is to select the add-on and then pay for it.  🤷🏼‍♀️

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.